Overview
The Voxjar integration for NICE CXone allows you to seamlessly ingest call data and recordings into your Auto QA platform. By connecting via the CXone API using secure Access Keys, Voxjar can:
Sync Interactions: Automatically retrieve call logs based on your configured interaction windows.
Fetch Recordings: Securely download the audio files associated with your interactions.
Map Metadata: Pull rich context for every call—including Agent Name, Campaign, Skill, Disposition, and Call Duration—to use for filtering and routing within Voxjar.
Automate QA: Route calls directly to AI Evaluators or human QA queues based on the actual call data.
Prerequisites
Admin access to your NICE CXone instance.
Admin access to your Voxjar account.
Part 1: Configure NICE CXone Permissions
To ensure security and stability, we recommend creating a specific Security Profile for the Voxjar integration.
Step 1: Create a Security Profile
Log in to NICE CXone.
Navigate to Admin > Security Settings > Roles and Permissions
Click New Role.
Name the profile "Voxjar API Access".
Click Save, then navigate to the Permissions tab for this new profile.
Enable the following permissions (these map to the endpoints Voxjar uses):
Admin:
Employees: View
ACD :
Campaigns: View
Dispositions: View
Skills: View
Tags: View
ACD Users: View
Browse ACD Files: View
Call Recording Playback Access: On
Call Recording Download: On
Reporting:
Report Viewer: On
List of Agents: On
List of Skills: On
List of Teams: On
List of Campaigns: On
Agent Contact History: On
Active Contacts: View
Contact History: Agent View
Data Download: On
Save and Activate the permissions.
Part 2: Create the API User & Generate Keys
You must create a user in CXone and generate the Access Key and Secret Key that Voxjar will use to authenticate.
Step 1: Create the User
Navigate to Admin > Employees
Click Create Employee.
Fill in the required fields (First Name: "Voxjar", Last Name: "Integration", email: Integration [email protected]).
Security Profile: Select the "Voxjar API Access" profile you created in Part 1 (you may need to refresh for this to appear).
Create & Invite the new users (must validate the email address- be sure to use one that you control)
Step 2: Generate Access Keys
Open the User profile you just created.
Click the Security tab.
Scroll down and click Add access key.
IMPORTANT: Copy the following two values immediately. You will not be able to see the Secret Key again after you leave this screen.
Access Key ID
Secret Access Key
Part 3: Connect in Voxjar
Log in to Voxjar.
Navigate to Integrations.
Select NICE CXone as the source.
Enter the credentials generated in Part 2:
Access Key: Paste the Access Key ID.
Secret Key: Paste the Secret Access Key.
Click Connect.
Voxjar will now authenticate against your CXone tenant.
Part 4: Configuration & Filters
Once connected, Voxjar pulls call data based on the filters you set up in your Imports configuration.
Available Metadata Filters
Voxjar imports the following data points, allowing you to create granular QA logic:
Agents: Exclude or include specific agents
Campaigns & Skills: Only import calls from specific lines of business.
Dispositions: Filter by call outcome (e.g., only import "Sales" or "Cancellations").
Teams: Target specific agent teams.
Direction: Choose Inbound, Outbound, or both.
Duration: Set specific minimum/maximum seconds to filter out short voicemails or excessively long calls.
Distribution Logic
Random: Voxjar will pull a random sample based on your filters.
By Agent: Voxjar ensures an even distribution of calls across your roster (e.g., "Analyze 5 calls per agent per week") to ensure fair evaluations.